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Muscat International Airport the Most Improved Airport in the Middle East in customer experience



Muscat International Airport (MIA) continued its steady progress towards emphasizing its international presence among the best airports for customer service worldwide by receiving a new award at the ACI Customer Experience Global Summit held in Bali, Indonesia between 2-5 September 2019. 


MIA ranked 14th among the 371 participating airports from all around the world, moving up from the 74th ranking and was recognized as the “Most Improved Airport in the Middle East” category.  This achievement comes as a result of the tireless efforts that have been undertaken since 2015 by all concerned parties at Oman Airport in order to develop the Oman Airports Strategy 2020 which aimed at transforming Muscat International Airport and the other airports of Oman to become among the top 20 airports in the world by 2020. 

For this purpose, all related parties have joined hands and coordinated efforts in order to implement the best practices in the travel industry and regularly seek support and accept constructive suggestions that contribute to the enhancement of the quality of the passenger service across all the civil airports managed by Oman Airports. Furthermore, the state-of-the-art facilities and technologies at Muscat International Airport, Salalah Airport and Duqm Airport have largely contributed to strengthening the ambitious and wide-ranging plans to look beyond the mere goal of sustaining this ranking.   


The annual Airport Service Quality (ASQ) Award is a representation of the world’s airports, which are recognized and rewarded by the Airports Council International (ACI) to be leading in customer satisfaction based on ratings in the ASQ Surveys, which measure passenger satisfaction with airports’ services. The ASQ survey rates airports’ performance by region in key service areas such as comfort, convenience and airport service quality. 


Saud Bin Nasser Al Hubeishi, Senior Vice President of Muscat International Airport said he was very delighted to see the significant progress achieved in a short time of period by Muscat International Airport in fulfilling the requirement to compete with the most prestigious international airports and being ranked among the best airports in Asia Pacific. He praised the employees at Muscat International Airport for their hard work and dedication, which are key factors for the achievement of Oman Airports’ strategy to become among the top 20 airports in the world by 2020. Al Hubeishi added that Muscat International Airport has demonstrated its ability to compete with the most prestigious airports in the world and achieving an advanced ranking as a result of the unparalleled efforts made to deliver customer satisfaction and to best and professionally cater for the needs and expectations of passengers, whether they are arriving or departing through the airport.


He also added that the exceptional efforts exerted by the airport family have set us on the road of achieving an exceptional travel experience for the passengers from the moment they set foot in the airport. Muscat International Airport redefines the passenger experience through its state-of-the-art infrastructure and facilities, including spacious parking areas with a capacity of 4500 parking spaces, high-range WiFi service across the passenger terminals, and prestigious lounges that provide the passengers with limitless comfort during their waiting time at Muscat International Airport, the Gate of Beauty and Opportunities. 


The airport hosts also airline-affiliated lounges and a transit hotel that offers high quality service and comfort, in addition to duty-free shops and a play area for children to help. Additionally, the airport staff is working effortlessly behind the scenes to facilitate the travelers entire experience by efficiently managing baggage handling process to reduce the waiting time in front of the luggage carousels. The airport is designed to meet the highest standards of quality and service set by the International Air Transport Association (IATA) for perfect airports, with a gross floor area of approximately 580,000 square meters and a capacity to serve 20 million passengers per year which is set to increase to 56 million following the completion of all milestones.   


ASQ program is a global benchmark measuring passengers’ satisfaction whilst they are traveling through an airport. Each year, winners are determined based on the results of ACI ASQ passenger satisfaction surveys, which are collected from more than 300 airports across 50 countries. ASQ program has been designed to provide airports with accurate and comprehensive analysis of their products and services’ performance, gaining greater confidence across more than 300 airports worldwide and more than 60% of the top 100 international airports.  The program is part of the International Airport Council's initiative to provide independent market research, analysis and information solutions exclusively for the airport industry.